Chef d’équipe, Services partagés

Who we are:

Fairstone Bank and its family of brands are united in delivering innovative, accessible and reliable financial solutions that enable Canadians to reach their goals. Over the years, our brand family has grown. In 2024, Home Trust Company, Home Bank and Oaken Financial became part of the Fairstone Bank family of brands, alongside Fairstone, Eden Park and Fig.

Together, we are the leading alternative lending bank in Canada. We have the collective experience and expertise to better serve our customers and foster our partners’ growth. With a diverse suite of products—residential and commercial mortgages, consumer deposits and GICs, credit cards, retail and automobile financing, personal loans and digital lending—we offer financial solutions tailored to all Canadians, including newcomers, small-business owners, smart investors and savvy consumers.

Backed by nearly a century of lending experience through its legacy companies, Fairstone Bank and its brand family are proud to be Canada’s leading alternative lending bank.

About the role:

The Team Lead, Cards Onboarding, serves as a Subject Matter Expert (SME) within the Cards Team, with a specialized focus on onboarding for Home Trust’s Preferred and Secured Visa products. This role is responsible for providing day-to-day guidance to front-line staff, ensuring operational efficiency, and maintaining high standards of quality, accuracy, and compliance throughout the application lifecycle.

The Team Lead plays a critical role in coaching team members, managing workflow and priorities, and supporting system enhancements, while fostering a culture of continuous improvement and operational excellence.

Team Management & Coaching

• Provide ongoing coaching, feedback, and support to New Account Specialists to enhance performance and development.
• Complete monthly reviews of applications processed by New Account Specialists for accuracy.
• Provide day-to-day support as the primary point of contact for process, policy, and system-related inquiries.
• Support onboarding and training of new hires, ensuring readiness and adherence to procedures

Vendor Support

• Open tickets as needed to report system related issues with onboarding vendor.
• Support system releases with testing of enhancements, upgrades, and fixes of the onboarding system.

Workflow & Customer Service Management

• Manage and prioritize the application pipeline to ensure service level targets are achieved.
• Allocate work effectively across the team based on volumes and capacity.
• Identify and implement strategies to improve turnaround times and operational efficiency.
• Investigate and support resolution of complaints related to application processing.

Quality Control

• Conduct regular quality assurance reviews of completed applications to ensure compliance with internal policies, underwriting guidelines, and regulatory requirements.
• Ensure accuracy, completeness, and proper documentation of all applications prior to final decisioning.
• Identify trends, errors, and process gaps, and implement corrective actions or targeted coaching.
• Monitor and report on key quality metrics, including error rates, rework, and exceptions.
• Support internal and external audit requirements by maintaining proper documentation and responding to inquiries.
• Partner with Risk, Compliance, and Quality Assurance teams to mitigate operational risk and strengthen controls.

System & Process Improvement

• Participate in user acceptance testing (UAT) for system enhancements, upgrades, and fixes within the onboarding platform
• Identify opportunities for process improvements and recommend solutions to enhance efficiency and quality
• Support implementation of new processes, tools, and best practices.

What we’re looking for:

• University Degree
• 2-4+ years in credit card operations, underwriting support or financial services.
• Strong organizational and time management skills.
• Strong knowledge of credit adjudication, onboarding processes, and risk controls.
• Experience with quality assurance, audit support, or compliance frameworks is an asset.
• Excellent communication, coaching, and stakeholder management skills.
• Strong analytical and problem-solving abilities with attention to detail.
• Abili…